Despite a considerable investment targeted at improving service levels and reducing waiting times for the CRA’s support channels, recent tests by the Canadian Federation of Independent Business (CFIB) show that service levels have worsened for the second straight year, primarily due to a lack of agent training and knowledge management.
CFIB Reports Reveals Declining CRA Service Levels
The Canada Revenue Agency (CRA) recently found themselves in hot water following their annual report from the Canadian Federation of Independent Business (CFIB).
The CFIB gave the CRA an overall grade of D, based on the quality of service and information that small business owners receive from the federal tax agency. Based on 200 secret shopper calls to CRA’s business enquiries line, the grade, down from the C- they received from the organization last year.